Sending your item back for store credit: RMA info below
Q: Why are you not taking my return?
A: One of our core values is safety. Due to the rapidly evolving COVID-19 pandemic and our inability to monitor products that have left our stores, we are declining all returns (including refunds, store credits, and product exchanges) for the safety of our customers and associates.
Q: Why was this not posted sooner?
A: We continue to closely monitor the rapidly evolving situation and make decisions that allow us to operate clean warehouses. Out of an abundance of caution, we made the decision to temporarily suspend returns to protect the safety of our associates and customers.
Q: What is the time frame when you will start taking returns?
A: We will continue to closely monitor guidance from state and local agencies and adjust our policies accordingly.
To return any item to us for your store credit, you must request an RMA. You must request the RMA within 3 days of receiving an order. After you read the below policy, you may request an RMA if applicable with the link listed below:
All Halloween items are final sale. See other Final Sale items below. We do not accept final sale items for refunds, exchange or store credit.
We want you to love the items you purchase from us. We offer exchanges but no refunds. Note that by placing an order with us, you are agreeing to this policy. We strongly suggest sending a hair sample or purchasing a color ring prior to ordering if you are unsure about color. We offer a free color match service! You may exchange your item, however, fees for reshipping and restocking will apply, please read the following information. (restrictions do apply, some items are final sale! please read below, and please read this entire page)
To obtain an exchange, the item must be in the original form, unused, un-brushed, unworn, with no smells, (perfume, smoke, b.o., etc) or it will be refused. Original packing and netting must be attached along with tags. Do not remove tags and such until you are sure it is the right item for you! Also note that the bags wigs come in have a zipper or a snap- do not rip bag, please use the zipper, or snap. Once worn and brushed, smoked around, etc, it is yours to keep. Some wigs come in a manufacturers box, please make sure it's not taped, etc. & do not send wig back in the original box without some additional protection.
Once we receive your package, plan on 1-2 weeks for us to process the credit. We will email you when the credit has been posted to your online account. Sorry, we do not offer "even exchanges", even if for the same item but different color. The restocking fee and reshipping must be paid as stated herein and the new order you place must be done online.
Our Restocking fee is 30% of the item cost.
If you receive a wrong item, we will certainly exchange it and send the right one with no fees for you, of course. For a wrong item sent, we will refund your fees to ship it back to us, only if you send it back within 3 days, via first class standard mail.
Final Sale items include Sales kits, clothing items and costume wear, Halloween items, Costume Wigs, overstock sale and clearance items, Eyelashes and other personal hair items, tapes and glues, color rings, Price Match items, wig dryers, wig cases or boxes, wholesale purchases from the wholesale link or thru your wholesale account, Special Newsletter sale items, & any items sold at a discount, such as orders where a coupon code or other promotion was applied. Also, all wholesale and custom orders are final sale, and no exchange will be permitted. As well we are not able to offer returns/exchanges on Clarys, Jacquelyn, Raquel Welch, or human hair items made by Wig Pro, Alan Thomas, or Wigs By Pierre and Yaffa. These listed items are all final sale and may not be sent back for store.
Prices subject to change without notice. Wigs By Mona Lisa reserves the right to void or cancel an order should the price being charged for any item be deemed invalid. Items depicted on our site are not guaranteed of being in stock, we display all items and colors made for each item the manufacturer produces. Our site does not feature a "real time" stock count, which, due to shipments arriving each day, and items selling out each day, would be impossible. If your item is out of stock, and could not arrive in the time stated herein, the charge on your card would be voided or refunded, with no fees, of course. If we know your item is out and cancel your charge, with the charge just being "authorized" but not "captured" the bank can take a week to cancel the charge and while it may show online on your account it will never materialize to a paper statement if we void the charge. If your order is unable to ship due to stock issues, we will refund your full order price. Refunds can take a full billing cycle to show on your card.
During the last two weeks of October, once we process your order, you will be unable to cancel or change it, due to the number of orders we are processing. Please check your order and be sure its exactly as you wish! Thank you for your understanding.
For orders placed anytime other than the last two weeks of October, you may cancel an order with the fees stated herein - as long as it has not shipped, or is in the warehouse for shipping. If it has shipped, there is no cancellation. There is no cancellation allowed for custom or wholesale orders. The cancellation fee is a 20% transaction fee- deducted from your Credit Card refund, based on your total order amount, when you cancel an order. To cancel an order you must reply to the email you received when you ordered. Confirm in the email you send asking to cancel that you understand the fee is 20%. Note that refunds can take a full billing cycle to show on your credit card statement and that it can take our office up to a week to put the refund thru, depending on the time of year.
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